Hi karen51

 

Welcome to the Community Forums.

 

First question is are you running the Best Buy/Geek Squad version of WSA or the Webroot version?  IN either case it can take a while for the subscription to be recognised in the Webroot back office, longer if it is a purchase through Best Buy.Geek Squad, as it has to make it's way from them to Webroot and be processed twice, effectively.

 

Second, have you check with your credit card provide or bank that the payment you have made has actually been taken from your account? We have had cases recently where the member eventually found that the payment had been rejected /not gone through as expected...and that will obviously cause an issue.

 

Thirdly, have you run a scan recently? If not then please do so as that sometimes acts as a nudge to the Webroot Cloud to push the subscription information back to the client.

 

If none of the above is pertinent and you do not see you subscription come through in the next 24 hours then I would Open a Support Ticket and ask the Support Team to investigate this for you.

 

Hope that helps?

 

Regards, Baldrick

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HI,

Thank you for responding to my question!  I renewed through Webroot, yes, it did scan right away after renewal, and yes, I do see a charge on my credit card.  I guess I will wait a few days to see if the expiration date has changed at all.  Thanks again!

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I had a 'Geek Squad' Webroot account also, and the new Webroot download wouldn't activate until I right clicked the downloaded file and selected 'Run as Administrator'.

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